Going beyond the clinic to perfect the entire patient journey
With over 500 professionals, 90 cutting-edge dental offices, and more than 200 specialists across all dental disciplines, ADG has long been committed to delivering outstanding in-clinic care. But they recognized that a truly seamless patient experience extends beyond the treatment room.
From the moment a patient expresses interest to the completion of their treatment, multiple touchpoints shape their journey — initial inquiries, travel arrangements, accommodations, and post-treatment follow-ups.
ADG quickly realized that the need a scalable, digital feedback collection system to ensure that every interaction, from start to finish, matches the same high standards as their in-clinic care.
The solution — a data-driven approach to patient experience
To refine every step of the patient journey, ADG worked with InsiderCX to implement a holistic patient feedback and experience management system, gaining deeper insights into all aspects of the patient’s experience.
Key enhancements included:
- Expanding feedback beyond the clinic: ADG began capturing patient sentiment not just post-treatment but at every critical touchpoint — including booking interactions, accommodation, travel logistics, and transportation to clinics. This allowed them to refine processes and ensure smooth experiences across all locations.
- Understanding patient decisions: Structured feedback from potential patients who didn’t proceed with treatment provided valuable insights into the factors influencing decision-making — helping ADG fine-tune communication, support, and outreach strategies.
- Multilingual surveys & back-translations: With patients coming from 50+ countries, ADG made sure every voice was heard by implementing multilingual surveys with back-translation. This guaranteed an accurate understanding of patient expectations, regardless of language or cultural background.
- Seamless coordination with service partners: Whether working with booking agencies, transport providers, or accommodation partners, ADG used survey-driven insights to align external services with their own high standards. This gave them greater control over every partner in the patient journey.
- Proactive online reputation management: Automated alerts enabled ADG to instantly act on patient feedback, before it ever became a public concern. Negative experiences were flagged and addressed in real time, while positive feedback was seamlessly channeled to online review platforms.
- Call center optimization & SLA compliance: Integrated ticketing and patient insights mean that call center teams get real-time access to key information, ensuring more efficient communication. This reduced time spent on troubleshooting and follow-ups, while also improving adherence to SLAs.
The results: a fully connected & elevated patient experience
With over 6,000 patient feedback surveys collected, ADG has transformed insights into action, making refinements across the entire patient journey.
These enhancements have:
- Elevated satisfaction scores related to booking, travel, and accommodation.
- Strengthened patient engagement, reducing drop-off rates through improved communication.
- Streamlined partner collaboration, ensuring external services meet ADG’s gold standard.
- Optimized post-treatment follow-ups, aligning with the fact that 53.8% of medical travelers prioritize continuous care after treatment.
As part of their ongoing commitment to patient-centric care, ADG is now rolling out InsiderCX’s Outcome Booster, reinforcing patient engagement between treatments — ensuring better adherence to therapy plans and improved long-term outcomes.
ADG continues to set the benchmark for excellence in dental care through extending their already outstanding patient experience beyond the clinic, proving that a world-class patient journey must be seamless, personalized, and perfected from start to finish.
Using InsiderCX gave us a central overview of the patient experience across 7 locations.
